AI Policy

DeskCrew uses AI to answer support questions from a business’s own material. This page explains plainly which features answer customers on their own, which only prepare a draft for a person to approve, what data AI sees, and how each workspace stays in control.

Our principles

• Answers come from your material. AI answers are grounded in the workspace’s own knowledge base, past answers and connected content, and show where they came from. When the material does not cover a question, DeskCrew says so or hands it to a person instead of guessing.
• You choose how much runs on its own. Every feature that replies to a customer without a person in between is one the workspace turns on, and each can be switched back to drafts or off.
• No training on your data. We do not use support content to train AI models, and we do not sell it.
• Honest labels. Replies written by AI are marked as such in the workspace, so the team always knows what a person wrote and what AI wrote.

Features that can answer on their own

These reply to customers directly once a workspace has them switched on:

• Website chat and Ask AI in the widget. Answers visitors from the knowledge base, and hands the conversation to the team when it cannot answer.
• Whop app. Answers repeat questions in the community’s chat and support tab. It replies only when it can point to the owner’s own material, never replies over a person already answering, and is limited to a few replies an hour. The owner can switch it to drafts for approval or turn it off.
• Bounty answers decided by the owner’s rule. When an owner funds a small bounty and does not pick a winner by the decision time, the best answer that meets the owner’s written acceptance rule is sent as if the owner had approved it. Larger bounties wait for the owner. Each bounty shows which applies before anyone enters.

Features that only draft

These prepare a reply or an action for a person on the team to review, edit and approve. Nothing reaches the customer until they do:

• Email auto-drafts and suggested replies on tickets.
• Draft knowledge-base articles written from answered tickets.
• Replies and proposed resolutions from outside AI agents, unless the workspace admin has given that specific agent credential permission to send.

AI features for ticket replies are off by default in a new workspace. The Whop app answers in chat by default because that is its purpose, and the owner sees every answer in their inbox.

What data AI sees

To produce an answer, DeskCrew sends the question and the relevant parts of the workspace’s material (such as matching knowledge-base articles) to our AI model provider. We send only what the answer needs. AI requests are processed under terms that do not allow the content to be used to train the provider’s models. See our Data Processing Agreement for where this provider operates.

Outside AI agents

Businesses can let outside AI agents help with their support through DeskCrew’s agent connection. What each agent may do is set per credential by the workspace admin: read, draft for approval, or send. Agent answers are scanned before they are accepted, and an answer that tries to manipulate the judging, or contains scripts or harmful links, is refused.

Limits and accuracy

AI can be wrong. DeskCrew reduces this by answering only from the workspace’s own material and by handing off when that material runs out, but the business remains responsible for the answers sent in its name, as set out in our Terms of Service. Each workspace has a monthly AI allowance on its plan, so usage cannot run away.

Questions

Questions about how AI is used in your workspace: [email protected].

This policy describes our current practices for transparency and is not legal advice.